• central communication hub: coordinating exchanges between internal departments and clients to ensure a harmonious and consistent customer experience • relationship building & customer retention: developing long-term customer relationships through regular, personal engagement • needs analysis & satisfaction: identifying individual customer needs and ensuring satisfaction • proactive customer updates: keeping customers informed about new benefits and developments • portfolio development & implementation: continuously expanding the benefits offering and successfully implementing innovative bonus models

• Delivers exceptional and consistent customer experiences by demonstrating excellence in understanding and resolving requests with patience, empathy, compassion, and sincerity. • Handles customer inquiries through inbound and outbound calls as well as written communication. • Effectively manage inquiries and concerns related to billing and insurance with the goal of offering payment options and facilitating the processing of payments. • Work in a company office or home office environment. • Operate with minimal management guidance to exceed Key Performance Indicators (number of calls handled/hr., successful payment resolution, and call quality). • Follow company and client policies, procedures, and applicable laws.

• Delivers exceptional and consistent customer experiences by demonstrating excellence in understanding and resolving requests with patience, empathy, compassion, and sincerity. • Handles customer inquiries through inbound and outbound calls as well as written communication. • Effectively manages inquiries and concerns related to billing and insurance with the goal of offering payment options and facilitating the processing of payments. • Takes calls from patients, law offices, insurance companies, and other outside facilities to resolve complex billing and insurance issues. • Makes outbound calls and takes inbound calls from patients to resolve balances on accounts with a status that may be aging but has not been sent for collections. • Answers complex billing and insurance questions (i.e. deductibles, co-insurance, co-pays, complex denials and charge disputes, claim resubmissions, eligibility issues, and coding disputes). • Reviews financial information and recommends payment options and/or assistance programs in accordance with client guidelines. • Manages both common and challenging objections and concerns from consumers. • Discusses and helps consumer think through payment resources and makes necessary referrals to the client. • Uses required scripts/verbatims, skillfully navigating guidelines to maximize potential recovery on each call. • Maintains working understanding of account requirements, leveraging related documentation and resources as needed. • Independently and efficiently performs account documentation including notes and codes, making few errors, requiring minimal assistance. • Skillfully works within both internal and client systems. • Adheres to company Core Values and Strategic Anchors.

• Proactively contact and qualify online leads to generate sales of GenePlanet's medical tests. • Efficiently organize and schedule blood collection appointments, ensuring a smooth patient journey. • Provide prompt and effective support, addressing patient inquiries and resolving issues with empathy. • Monitor and analyze contact center performance, identifying opportunities for optimization. • Provide valuable feedback to the online marketing team based on patient interactions and market insights. • Collaborate with the marketing team to refine lead generation strategies and enhance customer engagement. • Communicate key market information to the marketing team to inform strategic decisions.